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Knowledge Management White Papers

The Insider's Guide to Knowledge Management ROI

Overview This white paper provides an overview of the issues related to calculating return on investment (ROI) for knowledge management (KM) initiatives in the call center and help desk environments. It includes the necessary information needed to create a plan for introducing KM into the enterprise. We will examine key questions such as "Who is Responsible for ROI within your organization?" and "What are the key metrics for measuring ROI?" - "When will you start to see the benefits and how much return can you expect?" and although it seems obvious ? "What are the reasons for taking the time to conduct a thorough ROI - not just a quick calculation on an online ROI calculator? Finally, we will review ServiceWare's approach to ROI and explore the results and benefits that our customers have realized by implementing KM.

Further White Paper Details
Publisher	ServiceWare Technologies	File Format	PDF
Date Published	January 2003	Downloads	25
Format	White Papers
Topics	Knowledge Management, ROI - TCO, Call Center - Contact

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